Prudential Assurance Malaysia Berhad

Treat Customers Fairly Charter

The Chairman, the board and senior management are committed to deliver good financial
consumer outcomes to our customers. We believe in building long-term and mutually beneficial
relationships with our customers. This Charter specifies our commitment to provide the highest
standards of fairness in all our dealings with our customers.

To protect the interests and financial well-being of our customers:

1. We commit to embedding fair dealing into our institution’s corporate culture and core
values
i. We set reasonable standards on fair business practices in all dealings with our
customers. This includes providing services or products suitable to our customers’
financial circumstances and preserving the confidentiality of our customers’
information.
ii. We train all staff and representatives attending to customers to provide quality advice
and recommendation;
iii. We take customers’ feedback seriously for continuous improvement of our processes
and customer experience.

2. We commit to ensuring that customers are provided with fair terms

i. We ensure that the terms in our contracts or agreements are fair, transparent, and well
communicated to customers;
ii. We ensure that terms and conditions set out the respective rights, liabilities and
obligations clearly and as far as possible in plain language;
iii. We ensure that the terms and conditions in our contracts or agreements are not altered
without prior notification to customers.

3. We commit to ensuring that customers are provided with clear, relevant and timely
information on our services and products
i. We provide customers with relevant and timely information to make informed decision
before, during and after the point of sale;
ii. We disclose key product features, fees and charges, risks and benefits in a clear and
concise manner;
iii. We ensure critical terms are brought to customers’ attention and explained to the
customers.

4. We commit to ensuring that our staff, representatives and agents exercise due care,
skill and diligence when dealing with customers
i. We conduct sales, advertising and marketing of our services and products with integrity
and will not make false or exaggerated claims;
ii. We avoid or clearly disclose actual or potential conflicts of interest;
iii. We ensure that key performance indicators and processes relating to the fair
treatment of customers are consistently monitored.